Technical Support Engineer

M9 Solutions is seeking a

• Provide end-to-end technical support for customers.
• Responsible for providing technical service of fault recording, diagnosis, problem solving, and resolution delivery for the premiere customer base.
• When a customer needs technical support, the Technical Support Engineer (TSE) will be the first and last person they call.
• Utilize extensive experience and product knowledge, as well as a clear focus on customer service to drive customer success.
• Take the incidents and troubleshoot, gather appropriate data, consult others when necessary, and own the issue through to resolution.
• Assess and understand the impact, severity, and urgency of issues.
• Provide consultation to a customer for them to extract maximum value from the products by answering product-specific questions to enhance the customer experience.
• Work alongside a customer's technical teams to assist them in extracting the maximum value from their products.
• Participate in critical escalation calls with the customer, describe technical details in a clear and concise manner appropriate to the level of technical capability of the audience.
• Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution.
• Achieve outstanding results across a range of key performance indicators, including, but not limited to customer Net Promoter Score, resolution time, and adherence to service level goals.
• Collaborate and communicate with all other internal relationship management groups to improve the customer experience.
• Maintain a current level of knowledge on products and new vulnerabilities and/or threats.
• Aim to identify known/unknown unresolved product defects and engage Engineering with speed and precision.
• Identify and share opportunities for formal training, professional services consultations, and product upsells.
• Set and manage expectations with customers, including regular and timely communications.
• Assist customers with the implementation of workarounds/solutions.
• Identify data requirements and assist with data collection.
• Participate in after-hours coverage for customer escalations on a scheduled basis.
• Mentor other Technical Support Engineers.
• Conduct remote sessions and on-site visits with customers.
• Author knowledge-based articles and social networking site communications.
• Facilitate training to others.
• Create micro-focused training sessions (aka lunch after learning).

• Work Authorization: US Citizenship is required.
• An active Secret clearance with the ability to obtain a Top Secret clearance is required, an active Top Secret clearance is preferred.
• Associate's degree in a related discipline with a 5 - 7+ years of directly related experience. Equivalent years of related experience may be considered in lieu of degree.
• Demonstrated technical proficiency in various Security Endpoint and Network products.
• Ability to write technical documentation and briefings.
• Familiarity with mitigation strategies for various cyber threats.
• Ability to provide knowledge transfer to customer staff for deployed Security product sets.
• Experience with the following skills:
  • System Administration.
  • Network Administration.
  • Network Security.
  • Threat Assessment.
  • Cloud Technologies.
• Ability to implement Security Endpoint and Network based solutions across the enterprise.
• Customer focused with a proactive and responsive approach.
• Ability to understand and define customer needs.
• Excellent verbal, written communication, and strong problem-solving skills.
• Ability to communicate complicated issues at multiple levels, adjusting in style and content to recognize the differing needs of the customer audience.
• Strong, proven customer service skills and experience supporting customers in large/global scale environments.
• Ability to multitask, prioritize job requirements, and meet deadlines.
• Ability to effectively communicate status updates to various audiences, including customers, sales, management, and peers.
• Friendly and approachable personality with positive attitude.
• Ability to build a solid rapport and gain confidence with customers.
• Achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans.
• Ability to provide exemplary levels of technical case documentation.
• Strong focus on customer satisfaction.
• Ability to work in a high-pressure environment without compromising on quality or professionalism.
• Ability to coach and mentor less experienced team members.
• Demonstrate a thirst for learning and the ability to retain and build upon knowledge and experience.

• Salary Range: $60,000/year - $180,000/year
• M9 Solutions' pay range for this position is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include, but are not limited to, responsibilities of the position, education, experience, knowledge, skills, abilities, as well as internal equity, location, alignment with market data, applicable bargaining agreement (if any), or other law.
• M9 Benefits - https://m9solutions.com/why-join-m9/#our-benefits